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Stars and bars: How online reviews can benefit franchises

June 15, 2017

 

No one likes to be called out in public, especially a business owner or manager

But whether online reviews are fair or not, they can help franchise owners further build their brand and provide valuable customer feedback. Just don’t take them personally – you can’t please 100 percent of your customers 100 percent of the time. But you should try.

Online reviews – termed by some as “online word-of-mouth” – are a valuable modern marketing tool in your digital toolbox.

Some research indicates that 90 percent of customers read online reviews before committing to a product or service. Most of them are as receptive to online reviews as they are to personal recommendations. But here’s the rub: Nearly 75 percent of potential customers will purchase your product or services only if there’s at least one positive review associated with your franchise. Nearly 85 percent will be turned off from a business with negative online reviews. And negative reviews can be costly: one poor review on Yelp can cut your customer base by 30 people. An increase in overall positive ratings, however, can generate nearly 10 percent in additional business.

But there’s a lot of good with the potential bad of a negative review, which should be addressed online in a respectful and honest manner. Here are four ways online reviews can help your business:

  1. Free advertising. Potential customers will see your brand and business offerings and locations.
  2. Improved SEO. One of multiple algorithms used by Google to determine page ranking is the number of times your company was reviewed or referenced.
  3. Recommendations: Nearly three-quarters of potential customers will trust online recommendations and positive reviews.
  4. Feedback: Online reviews can offer insight into your business practices and indicate areas that need improvement.
  5. Connections: When you respond to reviews, you establish a more intimate relationship with your customers. You can better build loyalty among your customer base if they see your business as a collection of individuals rather than a faceless monolith

For No. 5 to succeed, however, you need to carefully phrase and take a cautious approach to your response. Respond quickly and be cordial, regardless whether the review was negative or unfair. Don’t just delete reviews; the complainant might notice and take even greater offense and post even more negative reviews. You can correct inaccuracies in a review, but watch your tone. Remember — you are in a public domain. The most important aspect of responding to a negative review is to make the customer feel like their concerns are acknowledged, so make sure you offer their money back or a way to make things right.

Online reviews may seem like a minefield into which you don’t want to stray, but keep in mind the many positive attributes of the digital review system. Maybe you can turn that negativity into a star, instead.

At Tint World® we stay up to date on the latest trends in online reviews and work with our franchisees daily to ensure they are gaining the best reputation possible in their markets.

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Tint World® Franchisee Testimonials

Tint World® Franchisees love to share their success stories.

Excellent franchise. They have everything you need to be successful. I look forward to the Tint World® Franchise Convention and Awards Banquet training every year. They offer the greatest brands and have a great corporate team.

Tim Kjaer

Owner of Tint World®

Medford, NY

The marketing department of Tint World® is amazing. I have an automotive accessory background and I prefer to be part of the franchise system because they do it for me at my stores. It is a huge added value to what they offer.

Danny Rios

Owner of Tint World®

San Antonio, TX

I chose to join the Tint World® family and become owner of the Pittsburgh location after seeing the massive success the franchisees are having and learning about the dedication that the Tint World® corporate team has for the store owners to thrive.

Brandon Blume

Owner of Tint World®

Pittsburgh, PA

Opening a Tint World Franchise has been a great experience. We've been open for a little over a year now and have far exceeded our goals!

Donnie Saucier

Owner of Tint World®

Gulfport, MS

I want to thank the CEO, Charles Bonfiglio for being a great role model for the last five years and taking the time to share his wisdom with me; business and non-business related. He represents everything I'm striving to become one day - in business, as a father and a husband - a true inspiration! Thank you!

Danny Shenko

Owner of Tint World®

Fort Lauderdale & Sunrise, FL

This is an excellent franchise opportunity. The Corporate Team is great to work with. Charles' passion and excitement is contagious!

Richard Martin

Owner of Tint World®

Albany, NY

We have had a great transition from the moment we considered a franchise purchase with Tint World to opening our store. They have a great team to support you the entire way!

Xan Owens

Owner of Tint World®

Morgan Hill, CA

I chose to open a Tint World franchise after seeing several stores and meeting the dedicated, professional staff at the corporate office. They are very real people that care about creating opportunity for more people to build their own successful business.

Jeff Rackley

Owner of Tint World®

The Colony, TX

The reason I chose Tint World is that they treat you like family. I felt very welcomed during Discovery Day and Charles, the CEO is so passionate with Tint World and it shows it in how Tint World keeps successfully growing.

Pedro Flores

Owner of Tint World®

Midland, TX

I just wanted to thank you all for the training at Corporate. It’s obvious to me why the Franchise is growing so fast. Having the right leadership, employees and products is what every business strives for and I see it all in Tint World. I am very excited to get my contribution added to your family and I'm looking forward to learning more from everyone there.

Stephen Klein

Owner of Tint World®

New Orleans-Elmwood, LA

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